Error Messages and Troubleshooting Topics

1. Installing Anti-Virus software
2. I do not get the initial login screen when I open my internet browser to
   download Clean Access
3. Error Clean Access server not available on network
4. I downloaded Clean Access, but I still get the login screen when I open
   a browser window
5. Error Updating Live Update (Norton Anti-Virus)
6. Error updating Windows
7. How to setup network adapter for an SEU network connection (DHCP)
8. How to disable Windows XP internet Connection Firewall (ICF)
9. I get "Invalid provider name" when I try to connect to Clean Access
10. I get an "SSL certificate REV failed [12057]" error when I try to login to Clean Access.

Installing Anti-Virus software
WARNING! Before installing any anti-virus software, be sure to uninstall ALL anti-virus related
items from Add/Remove programs. These items include Norton, Symantec, Live Update, and
McAfee tools.

I do not get the initial login screen when I open my internet browser to download Clean Access.

1. Check to make sure that you do not have a proxy setup. For Internet Explorer go to
   Tools, then Internet Options, then Connections, and click on LAN Settings. Only
   have "Automatically detect settings" selected.
2. Disable any firewall software including Windows XP Internet Connection Firewall (ICF).
   To disable ICF:
   a. Click "Start" - "Settings" - "Control Panel"
   b. Double click "Network Connections"
   c. Look for the Local Area Connection make sure that it does not have a lock
   icon on it. If it does, then continue with these instructions.
   d. Right click on the Connection and click "Properties".
   e. Click the "Advanced" tab.
   f. Uncheck the box under Internet Connection Firewall, and click OK.
   g. Click on Yes when prompted "are you sure you want to turn it off".
3. Disable any "Pop-Up Killers" that may be enabled.
4. Make sure that you have a valid IP address. Follow the instructions below the
   "Error Clean Access server not available on the network" portion of this document
   to ensure that you have a valid IP address.

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Error Clean Access server not available on network.
Issue may be caused by an invalid IP address or firewall.

1. Check the ethernet cable to make sure it is plugged in properly.
2. Make sure that you have a valid IP address. IP address should begin with 10.X… Try
   to release/renew IP if necessary.
   
   A. If you get a 192.X.X.X IP address:
   Your computer may have a manual IP setup. Change the configuration to Automatically detect IP and DHCP.
   Follow the instructions below the "How to setup network adapter for an SEU network
   connection (DHCP)" section of this document to ensure that you have the proper setup.
   If it is set to Automatic Detect, then contact the helpdesk at 448-8443 if you still have a 192... IP address.
   
   B. If you get a 0.0.0.0 IP Address:
   There may be a DHCP conflict. You may follow these instructions to fix the problem, WARNING: Be very careful when editing the registry.
   
   B1. Go to Start / Run / services.msc / OK.
   Verify that the DHCP Client service is running. If it is stopped, right-click the DHCP Client and press Start. If the service does NOT start, check for dependencies:
   
   B2. Go to Start / Run / regedit / OK.
   Navigate to HKEY_LOCAL_MACHINE\System\ControlSet001\Services\DHCP.
   
   Double-click the DependOnService Value Name in the right-hand pane, a REG_MULTI_SZ data type, and make sure that the data value is:
   
   Tcpip
   Afd
   NetBT

   Shutdown and restart your computer.
   Verify that the DHCP Client service is running.

   B3. If you get a 169.X.X.X IP address:
   Please contact the Computer Help Desk.
3. Disable all firewalls. To disable Windows XP ICF follow the instructions under the
   How to disable Windows XP internet Connection Firewall (ICF) section
   of this document.

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I downloaded Clean Access, but I still get the login screen when I open
a browser window.

• Check to make sure that Clean Access is installed. An easy way to check is to make
  sure that the icon is in the task bar at the bottom right hand corner .
  
  If it is NOT installed: Please run the Perfigo installer.
  
• If it is installed: If there is not an icon at the bottom right hand corner, then
  double click on the Clean Access icon located on the desktop. Right click on the
  system tray icon (located at the bottom right hand corner) and click on Login
  to scan computer. Once the computer has successfully been scanned, then it will
  have network access.

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Error Updating Live Update (Norton Anti-Virus). LiveUpdate cannot read the list
of new updates. LiveUpdate could not uncompress the list… list shomehow
got corrupted.

• First try this fix:
• If the above fails, try to uninstall then reboot and reinstall Norton anti-virus.

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Error updating Windows.

1. If you are getting an error “Page cannot be displayed” Check to make sure that you have a valid IP address. Follow the instructions below the “Error Clean Access server not available on network” section of this document to ensure that you have a valid IP address.
2. Disable any Proxy servers. In Internet Explorer go to Tools, then Internet Options, then Connections, and click on LAN Settings. Only have “Automatically detect settings” selected.
3. Check to make sure that the system date and time are correct. Double click on the time at the bottom right hand corner to verify or make changes.
4. Make sure that you are logged in as an administrator of the computer.
5. Follow the on screen instructions for help with solving the issue.

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How to setup network adapter for an SEU network connection (DHCP)

Windows XP

1. Click “Start” – “Settings” - “Control Panel”
2. Double click “Network Connections”
3. Look for the Local Area connection, and make sure that it is Enabled.
4. Right click on the Local Area Connection.
5. Select TCP/IP and click on Properties.
6. Select to Obtain an IP address Automatically and Obtain DNS Server Address Automatically.

Windows 98/ME:

1. Click “Start” – “Settings” - “Control Panel”
2. Double click “Network”
3. Select TCP/IP for the Network card and click on Properties.
4. Select to Obtain an IP address Automatically
5. Select the DNS Configuration tab and select Disable DNS.

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How to disable Windows XP internet Connection Firewall (ICF)

1. Click “Start” – “Settings” - “Control Panel”
2. Double click “Network Connections”
3. Look for the Local Area Connection make sure that it does not have a lock icon on it. If it does, then continue with these instructions.
4. Right click on the Connection and click “Properties”.
   Click the “Advanced” tab.
   Uncheck the box under Internet Connection Firewall, and click OK.
5. Click on Yes when prompted “are you sure you want to turn it off.”

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I get "Invalid provider name" when I try to connect to Clean Access.

This error results from having more than one network connection active.

1. Disable either your wireless or ethernet connection.
2. Close the Clean Access window.
3. Re-open Clean Access and try to login again.
   

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I get an "SSL certificate REV failed [12057]" error when I try to login to Clean Access.

This results from having Internet Explorer 7 or Windows Vista. You'll need to change a security setting in Internet Explorer in order to connect in the residence halls via Clean Access.

1. Open Internet Explorer.
2. Open the Tools menu at the upper right and choose "Internet Options".
3. Choose the "Advanced" tab.
4. Find the option for "Check for server certificate revocation" and UNCHECK the box.
5. Click OK to close Internet Options.
6. Close all Internet Explorer windows to finalize the change.

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